Best Practices for IVR Testing
The pace of IVR development has accelerated as companies race to offer personalization, omnichannel journeys, and differentiated experiences. But IVR software has become more complex.
Most voice self-service environments incorporate different technical components such as the IVR (voice portal), VoiceXML applications, speech recognition, VUI, text-to-speech, call routing logic, IP telephony infrastructure, web services, and underlying transaction systems that must all work together.
IVR testing has become a tremendous challenge for companies. The IVR software is continually being updated and IVR test scripts need to keep up with the code. The IVR is one of multiple channels in an omnichannel journey. But to ensure a good experience for the customer, you should test the entire end-to-end customer journey. As you take on the challenge of IVR testing, here are some best practices to help you.